Tech Driven Agent LLC · StreamAgent

Service Level Agreement

Last updated: October 7, 2026

This Service Level Agreement (the SLA) is part of the Terms of Service between Tech Driven Agent LLC (d/b/a StreamAgent) and customers on the Enterprise plan. It sets out the availability we commit to, how we measure it, the service credits you are owed when we miss it, and how quickly priority support answers. Live status and the measurements this SLA relies on are public at streamagent.io/status.

1. Who this applies to

This SLA applies to workspaces on an active, paid Enterprise subscription, including the client workspaces an agency runs under it. Core and Pro plans receive the same service and the same status page, but no availability commitment or service credits.

2. The commitment

StreamAgent will make the Covered Services available at least 99.9% of the minutes in each calendar month (the Monthly Uptime Percentage). The Covered Services are:

• App — signing in, the dashboard, settings.
• Video player — watch pages, routes and embeds.

The API, sign-in and database are monitored and shown on the status page, and an outage of any of them that makes a Covered Service unavailable counts as downtime of that service.

3. How availability is measured

We probe each Covered Service from outside our network every 5 minutes. A probe that fails on two consecutive runs marks the service Unavailable from the first of those runs until the next successful probe. Monthly Uptime Percentage is the share of probes in the calendar month that succeeded, across the Covered Services together, as published on the status page. Our measurements are the record for this SLA; a customer-reported outage that our probes did not observe is investigated and, where we confirm it, counted.

4. Service credits

If the Monthly Uptime Percentage for a month falls below the commitment, you are entitled to a credit against the monthly fee for the affected workspace (one twelfth of the annual fee on a yearly plan):

• Below 99.9% and at or above 99.9%: a credit of 10% of that month's fee.
• Below 99.9% and at or above 99%: a credit of 25% of that month's fee.
• Below 99% and at or above 95% or lower: a credit of 50% of that month's fee.

Credits are the sole and exclusive remedy for any failure to meet this SLA. They are applied to future invoices, never paid out, and never exceed the fee for the month in question. To claim a credit, email support@streamagent.io with the subject “SLA credit” and the month within 30 days of the end of that month; we confirm against the published measurements and apply the credit on the next invoice.

5. Exclusions

The following do not count as downtime:

• Scheduled maintenance announced on the status page at least 24 hours in advance, limited to four hours a month and placed outside business hours in the US.
• Your side. Your DNS, your custom domain's records, your identity provider, your network, your browser, or an embed placed on a page we do not serve.
• Third parties you connect. Outages of a CRM, payment, email, calendar, ad platform or video tool connected to your workspace, and of the sites you embed on.
• Features marked beta, preview or coming soon, and AI-generated outputs whose quality rather than availability is at issue.
• Suspension or limits applied under the Terms of Service, including unpaid invoices, abuse, or a plan's bandwidth and storage caps.
• Force majeure: events outside our reasonable control, including attacks on the public internet and failures of the underlying cloud regions we run in.

6. Priority support

Enterprise tickets go to the front of the support queue. We respond to a ticket from an Enterprise workspace within 4 business hours (Monday to Friday, 9am to 6pm US Pacific, excluding US federal holidays), and to a report of a Covered Service being unavailable within one hour at any time. A response is a human acknowledging the issue and what happens next, not necessarily a resolution. Email support@streamagent.io or use the in-app support, which marks Enterprise tickets as priority on its own.

7. Changes to this SLA

We may update this SLA by posting a new version at this address with a new “Last updated” date. A change that reduces a commitment takes effect at the start of the calendar month at least 30 days after it is posted, and never reduces a credit already earned.